What to Do First
Call CUSC Network Services at (678) 812-1340 and describe your problem. We will work
with you to determine the nature of your problem and what the next course of
action should be. In some cases it will be necessary to ship the PC to us for
rebuilding the software; in other cases you will need to get hardware support
directly from the PC manufacturer. We’ve provided the proper numbers to call
and procedures to follow to make it as easy as possible for you to deal with
the manufacturers; for more detailed information on service, support and
warranties, please consult the documentation that came with your equipment.
Dell computers and monitors
You’ll need to have some identifying numbers handy before you call the number below.
Dell PCs are identified by a couple of codes. The Service Tag is a five- or
six-character alphanumeric code that can be found on a bar-code label on the
back of the PC as well as a small sticker on the side of the PC’s case near the
front. The Express Service Code is a numeric code, formatted nn-nnn-nnn that
can be found on the same small sticker on the side along with the Service Tag
code.
Dell monitors are identified by a serial number, printed on the back of the monitor
as well as a small sticker on the side near the bottom. In the event you’re
trying to get a monitor repaired or replaced, Dell will still need the Service
Tag or Express Service code(s) of the machine the defective monitor is attached
to.
The number to reach Dell support is (800)624-9896. The Dell technician will
likely ask you to run several diagnostics while on the phone, so before you call,
locate the “Dell Diagnostics” diskette that came with the PC. (It should be in
the box containing the manuals, software licenses and other disks.) Please note
that this process can be time-consuming, so schedule appropriately.
Hewlett-Packard PCs
HP computers and monitors are identified by a serial number beginning with “US.”
It can be found on a sticker on the back or side of the computer or monitor. HP
systems carry a three-year warranty. Please consult the documentation that came
with your system for details.
Call (970) 635-1000 for HP Vectra PC support. Their troubleshooting routine
is much the same as it is with Dell, so be prepared to answer questions and run some tests.
Hewlett-Packard Laser Printers
The serial number for the HP 4000 series printer can be found under the top cover,
at the front right corner of the printer. Call (208) 323-2551 for support with HP
LaserJet printers.
Epson Receipt Printers
CUSC is not an authorized repair center for Epson
products, but we maintain a list of authorized Epson repair depots around the
country. Network Services can refer you to one or more repair centers near you.
Please note that there may not be an authorized repair center in your immediate
area, and you may need to ship your printer for repair.
If You Have to Ship
At installation we encouraged you to retain at
least one box each (including any internal foam/cardboard packing materials)
for PC, monitor and laser and receipt printers. These boxes are designed to
protect their contents from the rigors of shipping and do a very good job.
However, if you discarded the original boxes, we recommend you use the following
guidelines when using your own packaging:
- Wrap the PC in a plastic
kitchen (or similar size) garbage bag. The PC’s case has numerous cooling
vents, which can allow foam “peanuts” inside the case, potentially causing
damage. Even better is to wrap the PC in bubble wrap, making sure it covers
every surface and is sealed at all joints, providing an extra measure of
protection.
- Choose a box that provides at least three inches of space around all
sides of the unit to be packed.
- Use the aforementioned foam peanuts or crumpled-up newspapers as cushioning
material to completely surround the device. Put the cushioning material in the
bottom of the box, place the unit in, and surround the sides and top.
- Ensure there are no voids in the cushioning material; the goal is to immobilize
the device and absorb shock. If the lid is just a little hard to close, you’ve got it just right.
Please contact CUSC Network Services or call (678) 812-1340 with
any questions.
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